6 months of poor speed and bad TV signal after 7+ service calls!

I have been in my new place 6 months and made repeated calls to Comcast, no less than 7 service calls to the house with NO improvement in service! My speed is consistantly better than half advertised and my TVs are pixalated/black out/loses sound at random times throughout the night and day! I am fed up! The technicians are nice and show up on time and look at and test everything yet the issue persists! They all agree that the issue is system related and NOT my wiring or hardware and promise to get something done but I am still having to constantly call back and complaine about these unresolved issues that I am paying a premium to avoid! HELP!

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Re: 6 months of poor speed and bad TV signal after 7+ service calls!

Good news this morning! I actually got a call from a Supervisor following up on the service call the other day! Wow! When he found out that the same old issue was still there, he got someone on working on it! In a following call, he assured he would get my issues addressed and also explained that 12 is NOT available in this area but 8 is what I should be shooting for for as the upper limit.

OK, took 6 months to find that out as it isn't noted anywhere that I have found that I am NOT in the area that gets "real" high speed of 12 even though I pay the same premium price for "premium" service that I have yet to get but for a grand total of perhaps 6 hours TOTAL in the MONTHS I have had this service. We will see how this turns out. Wish us luck!

Re: 6 months of poor speed and bad TV signal after 7+ service calls!

Eric called me back! Unfortunatley, the answering machine caught it as I was outside but he was checking in on how things were since his tech's called him reporting things were fine. As you can see by the above... no change.

Re: 6 months of poor speed and bad TV signal after 7+ service calls!

I just spoke to Eric who indicated that his technicians have found trouble on the line and have traced it back almost to the substation at this point! It's about time a GOOD supervisor and techs got involved! Comcast? WHY has this taken so long and why have I had to go through contacting techs and supervisors on the phone (after 25 minutes playing chase), here and at various other places including Twitter who have either failed to reply or replied and failed to follow up? It took How many months and 8+ service calls to get the right people involved?

Wow.

Thank goodness for the few good and caring employees you do have is all I have to say at this point!

Re: 6 months of poor speed and bad TV signal after 7+ service calls!

Spoke to a Mr. Xavier, an account manager, who made a note on my account that they will credit my account once my issues have been resolved. Earlier I spoke to someone in accounting who assured me that the .01 SNAFU had indeed been corrected and nothing was owed. She also gave me the $20.00 credit for the missed service call.

Re: 6 months of poor speed and bad TV signal after 7+ service calls!

"Once it's all resolved--hopefully soon--Comcast owes you, and not only for being without the service you paid for.

Comcast should have told you if 12 Mbps service is not available where you live."

Thanks and I agree! Turns out I am only good for 6 here and I pay a premium for that! Wow! Unbelievable! At least they ARE finally making moves toward making things right now. I'm not going to say they hide the fact that you can't get what they advertise so heavily HERE but they danged sure don't make it known. YOU have to ask and dig to get to the truth. Not real fond of that...

Re: 6 months of poor speed and bad TV signal after 7+ service calls!

Just got a call from Mr Eric, they are still looking into my issues and have traced the issue all the way back to the substation! No word on what is next.

He also noted that I was only paying for the 6mb package. Funny, that was never mentioned when I signed up and asked for a high speed service and when my bill says, and I quote "Performance 09/07 - 10/06 19.99"

Since my bill of 2011-05-31_bill.pdf I have been paying for "Performance 06/07 - 07/06 19.99" on my bill which I was led to believe was the same "Performance" shown on their web site advetrising:

Re: 6 months of poor speed and bad TV signal after 7+ service calls!

It's very misleading, since no one -- not Comcast, not Time Warner, not Verizon -- can guarantee the speed of the internet. The only part which they are in a position to guarantee is the part they exclusively own and operate, basically from their head unit to your house.

And even then, they're covered by the "up to".

Moreover, unlike with real estate agents, for example, Comcast (and its competitors) are not required to tell you of any defects in their service of which they are aware. So, for example, they're not required to tell you whether or not you can actually receive "up to" 12 Mbps, only whether it's available in your area.

But in any case, the fine print specifies very clearly that, despite what the marketing department tells you with carefully chosen words, no guarantee of any kind is made for your service.

You certainly could gather a lot more publicity for yourself, and possibly get the results you deserve, by going beyond this forum, if you wish.

Re: 6 months of poor speed and bad TV signal after 7+ service calls!

Weather I go beyond the limits of this forum depends on the outcome of this case. For NOW, Mr Eric is doing what I ask and what is reasonable and I believe that this will be resolved to my satisfaction... eventually. If it is NOT, then all bets are off as are the gloves.

Re: 6 months of poor speed and bad TV signal after 7+ service calls!

Ya got that right! Eric IS on it and I understand things CAN be a P.I.T.A. to track down sometime so I am giving him a chance. I'll call him in the morning and let him know the latest and we will see where it goes from there.

Yeah, it IS irritating but I AM reasonable. As long as Comcast is working with me and keeping me informed, I will be reasonable.

Re: 6 months of poor speed and bad TV signal after 7+ service calls!

Man I agree I thought i fianlly had mine fixed after 5 visits in two months and finally did some hands on line work but here we go again same thing last night my stuff just drops hope they figure yours out so i can call them and tell them to check the same thing on mine

Let's see what it is in the morning. ONCE before I had readings in this range and it only lasted a few hours. All of these posts are exactly what I get. They are NOT "cherry picked" but ALL of the actual values I get in testing.

Re: 6 months of poor speed and bad TV signal after 7+ service calls!

Just got off the phone with Eric and was informed that new equipment is on order and will be in in about 14 days. Once it arrives and is installed and tested, I should see an improvement in speed. This speed increase is most likely due to a) low usage at these hours coupled with b) them shifting users around on the nodes that affect me to better balance the load.

I GREATLY appreciate the work that Eric and the rest have been doing in trying to get this issue resolved and Eric's keeping me up to date on their efforts is VERY MUCH appreciated!